Years of Professional Experience
Abhishek Kumar
Bangalore/Bengaluru
Summary
Highly skilled and experienced operations and training leader with a proven track record in designing, implementing, and managing comprehensive training and operational programs. Committed to enhancing team member performance, fostering professional growth, and driving organizational success through effective training strategies and leading special initiatives. Adept at developing tailored training solutions that align with business objectives, consistently delivering measurable results. Demonstrates strong leadership abilities and a passion for cultivating a culture of continuous improvement and excellence.
Overview
12
12
2
2
Languages
17
17
Years of Education
Work History
Learning and Development Manager
EMBIBE
02.2020 - 04.2025
- Overseeing daily sales operations and ensuring alignment with business goals for optimal efficiency and growth.
- Implementing standardized workflows to streamline processes, enhance productivity, and maintain consistency.
- Managing end-to-end sales and delivery operations to ensure seamless execution and coordination.
- Creating, maintaining, and optimizing CRM systems for efficient sales tracking and customer management.
- Automating sales processes to minimize manual effort, reduce redundancies, and improve efficiency.
- Monitoring key performance indicators (KPIs) such as conversion rates, sales cycle duration, and revenue growth to assess performance.
- Leveraging data insights for strategic decision-making and continuous process improvement.
- Upholding sales process compliance by ensuring adherence to SOPs, ethical guidelines, and organizational best practices for transparency and efficiency.
- Enforcing structured workflows and regular activity checks to maintain operational consistency and reduce errors.
- Managing the Delivery Go-Live process, ensuring that all converted accounts meet compliance standards and are activated as per the defined procedures.
- Overseeing training and certification programs, providing continuous learning opportunities, and intervening in learning and development activities as needed to upskill the team.
- Leading Training & Internal Capability Development for Business & Delivery
- Responsible for developing and implementing an organization-wide Training & Development strategy and driving individual development and capacity building
- Collaborating effectively with stakeholders for organisational training interventions
- Defining & Implementing Standard Operating Procedures for different stakeholders and teams
- Conducting Training Needs Analysis using both structured and informal methods to capture requirements across the institution
- Identifying current and future developmental needs at the individual level and capacity-building requirements at the institutional level
- Conducting large-scale training programs for product awareness
- Identifying innovative and flexible methods to address developmental and capacity-building needs, designing and delivering in-house & field training sessions
- Driving and facilitating the implementation of the L&D plan to ensure smooth execution with effective outcomes; providing thought leadership around program design and delivery
- Monitoring and evaluation of various methods used, making continuous improvements in the approach, process and methods as appropriate
- Refining existing systems and processes and setting up new processes as required
- Design and develop comprehensive training programs specifically tailored to the needs of the customer success business/sales/service delivery teams
- Identify training needs by collaborating with stakeholders and thoroughly assessing knowledge gaps and skill deficiencies.
- Develop training materials, including presentations, manuals, online courses, and interactive modules, ensuring they align with the latest industry trends and best practices
- Conducting an organisation-wide certification program to identify the best fit for the field team
- Fostered a culture of continuous learning by promoting ongoing development opportunities and knowledge sharing
- Handling special projects basis requirements
- Designed large-scale delivery framework in Jira for B2G delivery function
- Built productivity monitoring framework for groundwork effectiveness
- Designed, implemented, and streamlined process 100+ members in field team. Created CRM in Jira for B2B Onboarding and Delivery team for day-to-day operations
- Launched product/process knowledge test for delivery and business team
- Implemented certification program and completed certification for 250+ members of the business & delivery team
- Developed and implemented end-to-end processes for teams at all multiple levels
- Built 30+ members team and led smooth delivery of more than 2.5K blogs
- Designed the monthly performance metric and introduced a rating structure for the academic members for performance improvement for the content team
- SOP creation and implementation for onboarding, training, and content team
- Introduced assessment program to improve performance of team members across functions, identified and fixed gaps for improved performance of the content team.
- Restructured the hiring framework and introduced a virtual test-taking strategy
- Initiated refresher training for existing members for quality improvement
- Designed and implemented onboarding and training framework for all the new hires for Content Team
Product and Process Trainer
Ola
04.2016 - 02.2020
- Train batches of advisors/supervisors for the Customer Experience/Success and Safety Response Team
- Create curriculum and update training content periodically.
- Conducting training at the vendor location during the business transition (Delhi and Mumbai)
- Conducting refresher training for all bottom performers to ensure positive delta movement with the team's performance
- Refresher Training Coverage - % coverage versus identified population performance analysis for vendors and in-house
- Managing vendor performance and conducting dipchecks
- Weekly dipstick for adequate process understanding
- Check for the accuracy scores, identify the errors and take corrective measures
- Conduct weekly calibration call for all the clarifications along with the call listening session identifying process gaps and rolling out an online module for a better understanding
- Creation of process SOP and proposing the same to the stakeholders
- Maintaining the knowledge base for the customer care segment
- Meeting with stakeholders and product team for any product/feature launch and cascading the same effect to the entire LOB
- Closure of the entire customer care process clarifications and updates
- Identifying product issues and ensuring timely closure with the team
- Knowledge Base hygiene framework - Governance Audit and Refresh Knowledge Base Training content creation in sync with the change in the process
- Ensure timely and accurate SLA delivery of all processes under the purview.
- Escalation management - First point of escalation for all operational issues
- Delegate work to the team. Maintained all operations-related logs and produced related reports accurately.
- Ensure timely and accurate delivery of all reports (Daily, Weekly & Monthly)
- Manage and resolve customer issues/concerns/conflicts professionally, escalate to the supervisor when applicable, and guide the team for effective case handling.
- Conduct regular team one-on-ones and SR (Safety Response) Team meetings.
- Conduct daily team huddles and ensure process updates are shared with the team Review and update process documents whenever there is a change in the process.
- Manage people within the team and motivate them to exceed customer expectations. Drive innovation idea generations with the team.
- Identify and implement process improvements.
- Allocation of tickets upon criticality and ensuring timely closure to avoid any further escalation
- Created an internal calculation tool for the organisational use
Team Coach
iYogi
01.2014 - 02.2016
- Online sales and service for all the computer software and printer support technical assistance remotely and conversion of sales
- Maintain team targets and quality checks for all the sales conversion
- Perform compliance audits for all the refunds and chargebacks
- Drive quality standards through honest and fair work ethics
Practioner
IBM Daksh Pvt Ltd
07.2012 - 05.2013
- Part of the customer experience team for Amazon UK, assisting customers with their issues and unpleasant shopping experience
Customer Care Executive
Aegis
11.2010 - 06.2011
- Part of the customer experience team for Spirit Airlines process, helping their customers with all grievances
Education
Bachelor of Science - Computer, Mathematics And Statistics
Christ College
Bengaluru 06.2009 - 05.2012
No Degree - CBSE
Delhi Public School
Bokaro 04.2007 - 03.2009
Class X - CBSE
Delhi Public School
Bokaro 04.1995 - 03.2007
Skills
Leadership
Process Training
Content Development
Training Delivery
Product Training
Operations Management
Process Management
Process Excellence
Project Management
Program Management
Team Building
People Management
People Manager
Customer Experience
Capability Building
Governance
Compliance
Problem Solving
Knowledge Management
Learning And Development
Data Analytics
Microsoft Excel
Data Studio
JIRA
LMS
Personal Information
- Date of Birth: 24-May-1991
- Gender: Male
- Marital Status: Married
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Timeline
Learning and Development Manager
EMBIBE
02.2020 - 04.2025
Product and Process Trainer
Ola
04.2016 - 02.2020
Team Coach
iYogi
01.2014 - 02.2016
Practioner
IBM Daksh Pvt Ltd
07.2012 - 05.2013
Customer Care Executive
Aegis
11.2010 - 06.2011
Bachelor of Science - Computer, Mathematics And Statistics
Christ College
06.2009 - 05.2012
No Degree - CBSE
Delhi Public School
04.2007 - 03.2009
Class X - CBSE
Delhi Public School
04.1995 - 03.2007